Partner Technical Architect

About the role

We are seeking an experienced and customer-focused Partner Technical Architect to join our Partner Success team at Talkdesk. In this critical role, you will serve as the primary technical resource and trusted advisor for our partners, helping them to successfully implement and optimize our Talkdesk platform. Your expertise will be essential in providing technical guidance, troubleshooting complex issues, and ensuring seamless integration of our solutions within partner environments. You will work closely with internal teams, including engineering, professional services, and customer success, to facilitate effective communication and support for our partners. The role demands a proactive approach, strong technical knowledge, and excellent interpersonal skills to build lasting relationships and deliver value to our partners.

Key facts

What you'll do

• Provide comprehensive technical guidance and support to partners during onboarding, ensuring they understand how to effectively utilize the Talkdesk platform.
• Collaborate with the Customer Success Enablement team to develop and improve training materials, enablement programs, and technical documentation tailored for partners.
• Lead and facilitate technical workshops and enablement sessions focused on platform architecture, best practices, and AI capabilities, helping partners maximize their use of Talkdesk solutions.
• Assist partners with complex technical implementations, offering hands-on support, troubleshooting, and best practices to ensure successful deployment.
• Offer expert advice on AI features and functionalities, helping partners leverage these capabilities to enhance customer experience and operational efficiency.
• Schedule and conduct regular technical meetings with assigned partners to address ongoing questions, technical concerns, and future project planning.
• Build and maintain strong, trust-based relationships with partners, acting as a reliable technical advisor and point of contact for technical issues.
• Troubleshoot and resolve complex technical problems encountered by partners, managing escalations when necessary to internal engineering and support teams.
• Work closely with internal teams, including engineering and professional services, to resolve critical issues, develop long-term solutions, and improve platform integrations.
• Contribute to the creation and maintenance of technical documentation, including best practices, troubleshooting guides, and implementation methodologies, in collaboration with the Professional Services team.
• Collect feedback from partners regarding product features, usability, and technical challenges, and communicate these insights to product management and engineering teams for continuous improvement.
• Stay informed about product updates, new features, and emerging technologies, especially in AI, and share relevant knowledge with partners to ensure they are up-to-date.
• Conduct workshops and sessions to assist partners in project scoping, developing Statements of Work (SOWs), and planning technical implementations.
• Document key touchpoints, escalation procedures, and technical workflows to ensure consistency and clarity in partner engagements.
• Support the development of technical best practices and standards to streamline partner integrations and implementations.
• Act as a liaison between partners and internal teams to facilitate smooth communication and project execution.
• Participate in internal meetings to share insights from partner interactions and contribute to product development discussions.
• Maintain a thorough understanding of the Talkdesk platform, AI features, and industry trends to provide relevant and up-to-date advice.

Requirements

• Bachelor's degree in a relevant field such as Computer Science, Engineering, or related discipline, or equivalent professional experience.
• Minimum of 5 years of experience in a technical role, preferably with direct customer-facing responsibilities.
• Strong understanding of cloud-based solutions, SaaS platforms, and technical deployment processes.
• Experience with AI technologies and their application in customer experience or contact center environments.
• Excellent communication skills, with the ability to explain complex technical concepts clearly and effectively to non-technical stakeholders.
• Proven ability to troubleshoot and resolve complex technical issues efficiently.
• Strong interpersonal skills and the ability to build and maintain long-term relationships with partners.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience working with cross-functional teams, including engineering, support, and professional services.
• Knowledge of API integrations, cloud architecture, and platform customization is a plus.
• Fluency in English, both written and spoken, is required.

Nice to have

• Prior experience in a partner or channel management role within a technology company.
• Familiarity with contact center technologies, including telephony, CRM, and workforce management solutions.
• Knowledge of project management methodologies and tools to support planning and execution.
• Experience working with international partners and multicultural teams.
• Understanding of data privacy, security standards, and compliance requirements relevant to cloud solutions.

Skills & tools

• Proficiency in creating technical documentation, training materials, and troubleshooting guides.
• Familiarity with CRM tools, such as Salesforce or similar platforms.
• Experience with project management software like Jira, Confluence, or equivalent.
• Understanding of software development processes, APIs, and integration techniques.
• Ability to quickly learn new technologies and adapt to evolving product features.
• Strong problem-solving skills and analytical thinking.
• Excellent organizational skills and attention to detail.

Practical notes

• Candidates must be eligible to work in Portugal.
• Talkdesk offers competitive benefits and a supportive, collaborative work environment.
• The role requires on-site presence in Porto; remote work options are not applicable unless explicitly stated.
• Applications will be accepted until the position is filled.
• The successful candidate will be expected to participate in ongoing training and stay current with product updates and industry trends.
• This position involves engaging with international partners, so flexibility and cultural awareness are important.